Middle Customer Support Specialist

3 weeks, 1 day ago
Full-time
Junior
Customer and Technical Support
GR8 Tech

GR8 Tech

GR8 Tech is a leading B2B iGaming solutions provider, offering a full range of betting and gambling software solutions. Their top-of-the-line software and services cater to iGaming professionals looking to launch, grow, or upgrade their businesses, pro...

IT Services
251-1K

Description

  • Reproduce, analyze, and resolve technical issues, or escalate them when needed.
  • Create and manage incident tickets while maintaining SLA compliance.
  • Work with internal teams such as DevOps, QA, and Product to resolve client problems.
  • Serve as the first line of technical support for clients with clear, professional communication.
  • Monitor product stability and notify relevant teams during urgent incidents.
  • Escalate unresolved or blocked issues according to internal procedures.

Requirements

  • 1+ year of experience in technical support, preferably in a B2B environment.
  • English proficiency at B2+ level and fluency in Russian or Ukrainian.
  • Experience with Jira and Confluence.
  • Strong client support and problem-solving skills.
  • Ability to multitask and work shifts, including nights.
  • Experience with browser developer tools and interpreting web error codes is preferred.
  • Knowledge of system logs such as ELK, monitoring dashboards such as Grafana, and Cloudflare is preferred.
  • Familiarity with standard IT processes such as ITIL is preferred.

Benefits

  • Annual Benefits Cafeteria budget that can be allocated to sports, medical, mental health, home office, and language support.
  • Paid maternity/paternity leave plus a monthly childcare allowance.
  • 20+ vacation days, unlimited sick leave, and emergency time off.
  • Remote-first work environment with tech support and coworking compensation.
  • Team events, including online, offline, and offsite gatherings.
  • Internal courses and growth programs to support learning and development.

Interested in this position?

Apply directly on the company website

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